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Skills

  • Key stakeholder relationship building
  • Stocking and replenishing
  • Recordkeeping strengths
  • Shipping procedures understanding
  • Key holder experience
  • Customer service automation ServiceNow
  • Strategic sales knowledge
  • International sales support
  • Contract negotiation
  • Stock management

Work Experiences

  • Used a POS system to itemize and total the purchases of 13 customers.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Processed 13 invoices and mailed documentation to clients each two years.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Handled over 14 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Very knowledgeable about Tableau, as well as initiative competitors and offerings.
  • Senior Client Advocate is a service-oriented Senior Client Advocate with unrivaled customer service, task prioritization, and time management skills.
  • Senior Client Advocate with 9 years of successful data analysis and risk assessment experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Costs were consistently reduced while profits were increased.
  • Worker with a strong understanding of standard organization and initiative product issues.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • Microsoft Excel expert with 11 years of experience in related roles.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.

Accomplishments

  • Initiated a high-touch engagement program that contributed to the retention of 2 key accounts, representing $170,000 in recurring revenue.
  • Achieved framework, contributing to a 74% YOY growth in customer retention for 2016.
  • Utilized data-driven strategies to identify growth opportunities, increasing revenue from upsells and cross-sells by $$237,000 over the past year.
  • Authored comprehensive internal FAQs and knowledge base articles, leading to a 55% reduction in low-tier support tickets.
  • Led a cross-functional team that successfully implemented new CRM workflows, reducing key account churn by 64% over 18 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Established relationships with 8 top-tier clients, achieving 77% satisfaction score improvement through dedicated service enhancements.
  • Collaborated with compliance to introduce a new customer e-learning platform, increasing customer product adoption rates by 75%.
  • Proficient in Salesforce CRM, leveraging data insights to prioritize client needs and streamline processes that improved client lifecycle management.
  • Collaborated with team of 17 in the development of program.

Affiliations

  • National Customer Success Association (NCSA)
  • Member, Customer Success Leadership Network (CSLN)
  • Affiliate Practitioner, Enterprise Sales Forum (2017)
  • Toastmasters
  • Continuous Member of Business Development Institute (BDI)
  • International Customer Service Association (ICSA)
  • Society of Human Resource Management
  • Salesforce Trailblazer Community Member
  • Rotary International
  • Lions Club

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Certified Mentor and Coaching Professional (CMCP) - Brightline
  • ServSafe
  • Project Management Professional (PMP) - PMI
  • Certified Negotiation Expert (CNE) – Real Estate Negotiation Institute
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified Client Advocate and Success Partner - Brightline

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